Customer Engineering Operations Manager (3882)

Customer Engineering Operations Manager (3882)Enabling safe and rewarding digital lives for genuine people, everywhere. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification. With over 30 years of experience, our team focuses on enabling safe and rewarding digital lives for everyone. Genuine people should be able to digitally prove who they are and where they live.About The Team And RolePresales and Professional Services Team: At GBG, this team delivers tailored identity verification and fraud prevention solutions to enterprise clients. Presales consultants align GBG's capabilities with client needs, while Professional Services consultants lead deployments, troubleshoot complex integrations, and ensure ongoing success. The team works collaboratively to drive measurable impact across diverse industries.The RoleAs a Customer Engineering Operations Manager within GBG's Presales and Professional Services team, you will orchestrate the processes that drive customer success across the Americas region. You will focus on optimizing and standardizing how our teams deliver value, from initial client engagement through full solution adoption. This role is ideal for someone who thrives in a fast-paced SaaS environment and is passionate about continuous improvement, cross-functional collaboration, and operational excellence. You will act as the central point of coordination, ensuring our internal teams are aligned, efficient, and consistently delivering high-impact outcomes for our clients.This is a remote position with a strong preference for candidates in the Atlanta metropolitan area. Travel for team collaboration, process workshops, and stakeholder meetings may be required (estimated 20–25%).What You Will DoManage and optimize core processes, including product gap tracking, opportunity risk assessment, implementation risk monitoring, customer onboarding workflows, and post-launch value realization programsDevelop and maintain documentation, workflows, and accountability frameworks to ensure consistent execution across cross-functional teamsOversee risk tracking systems for sales opportunities and implementations, establishing proactive protocols to identify and escalate issues earlyEnsure seamless customer journeys by managing handoffs between Sales, Implementation, and Customer Success, and tracking progress toward client outcomesDrive continuous improvement by analyzing operational frameworks, identifying opportunities for automation and standardization, and creating playbooks and governance structuresLead capacity planning and resource coordination to support effective process execution and manage competing prioritiesFacilitate cross-functional meetings and decision-making processes, presenting insights to leadership and promoting alignment across departmentsRequirementsSkills we are looking for5+ years of project management experience, preferably in SaaS or technology environmentsProven ability to manage complex, multi-stakeholder projects with competing prioritiesStrong analytical and process improvement skills with a continuous improvement mindsetExcellent communication and presentation skills, comfortable engaging with technical and executive audiencesProficiency in project management methodologies and tools (e.g., Agile, Scrum, Jira, Asana)PMP, Scrum Master, or equivalent certification preferredExperience in identity verification, KYC/KYB, document verification, or fraud preventionBackground in software development or technical implementationPrior work in professional services or customer success organizationsFamiliarity with APIs, integration processes, and solution architectureWorking knowledge of Salesforce or similar CRM platformsUnderstanding of regulatory requirements in financial services or identity verificationBenefitsTo find out more, we are an equal opportunity employer dedicated to a diverse and inclusive workplace. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.To chat with the Talent Attraction team and learn more about our benefits and opportunities, email View email address on click.appcast.io or visit gbgplc.com/careers.New York, NY | Remote options may be availableJ-18808-Ljbffr